We Believe in Service After the Sale

Customer service, training, and EMR technical support are key factors in choosing the right EMR software partner. We know this, and that is why we’re committed to unlimited U.S.-based support for every customer.

Your practice needs to run smoothly and when there is a question, you don’t have hours to waste trying to get it answered.

We’ve built our EMR technical support service so that you’ll always reach a knowledgeable representative on your very first try. You can reach us via a phone call, email or live chat session. In fact, the average telephone hold time for technical support is only 13 seconds!

Every one of our technical support and service team members has been thoroughly trained on the EyeMD EMR software and is ready to help you. Regardless of their role or responsibility, every employee has at least a basic understanding of our system and your practice.

Application Specialists (Trainers)

Our Application Specialists are our EMR savants. They are familiar with every feature of our system and know how to practically apply them. Prior to working for us, many of them were tech-savvy Certified Ophthalmic Technicians (COT). They understand your needs and will help you solve just about any workflow issue that can come up.

They not only train you on our system, they also lead our product demonstrations! We want to make sure you have the right expectations when you purchase our software. Our Application Specialists are held accountable to everything said during the demonstration. After all, these Specialists are the people that will actually have to deliver on your expectations. It’s one of the reasons more EHR users strongly agreed that we fulfilled promises made than any other vendor*.

EMR Technical Support

Our U.S.-based EMR Technical Support Specialists are IT professionals that have experience with highly complex computer systems. In fact, the majority of them are Microsoft Certified System Engineers (MCSE). They help you and your IT select the right hardware, install our software, & troubleshoot technical issues. If you have an unlikely after-hours technical emergency, no worries. They are available 24/7.

Customer Service

Customer Service is the glue that holds it all together. Our customer service representatives are trained on everything that needs to happen before you go-live. They hold your hand throughout the entire implementation process. They schedule training & installation services, make sure our resources show up for them, and follow up with your practice to make sure everything is going according to plan. Once you are up and running, they also become your point of contact for any billing/account questions.

An Ounce of Prevention Is Worth a Pound of Cure

With EyeMD EMR, we’ve covered all the bases to ensure that your system and your practice stay up and running at all times. We are always at your beck and call when you need us. We’ve also thought through – and built a technology solution – to ensure your practice doesn’t experience any unexpected outages. When problems are prevented, frantic calls to our support department are eliminated. This system works to keep your anxiety down and our support staff availability up.

Free Server Monitoring: Your IT Safety Net

What Customers Say About Our Customer Service

EyeMD EMR’s implementation, software, training and U.S.-based customer service and EMR technical support are the leading reasons why Ophthalmology practices select EyeMD EMR as their go-toelectronic medical records system choice. But don’t just take our clients’ word for it, take a look at the EHR User Satisfaction Survey Reports conducted by AAO/AAOE & ASCRS/ASOA.

The number one reason I’m happy with EyeMD EMR today after over two years of being part of their family is the great customer service I’ve experienced from Day One. Their technical support is very responsive, kind, and patient. I get problems resolved within the day I call. The technical staff is also genuinely interested in what I see as a user, and they are receptive to my suggestions.Dr. Michael Loeffler, M.D. - Center for Ophthalmology and Laser Surgery

Since our go-live date in 2010, the service has always been exceptional.Dr. Kevin Skelsey, M.D. - Summit Eye Center

I have been a happy user of EyeMD EMR for the past several years. This is my third EHR (the best thus far) and probably the last. I have been very pleased with the customer support.Dr. Ivan Jacobs, M.D. - Advanced Eye Care of New Jersey

The customer service is superb – the support staff is very knowledgeable and helpful, and any questions are always answered immediately. Would highly recommend.Dr. Marianne Geraci, M.D.